As your community or organization develops, ensure that users get speedy answers to their questions. Question-to-Case lets moderators escalate unresolved questions to cases in the feed, but you can make your case resolution process even more efficient by setting up processes—similar to workflow rules—in the Lightning Process Builder. Set up a process that automatically creates a case from questions that meet specified criteria.
|Available in: Salesforce Classic|
|Question-to-Case is available in: Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions |
The Lightning Process Builder is available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions
You can use Question-to-Case in processes in several ways. For example, consider setting up processes that:
- Create a case from a question if a week has passed, the question has received more than 10 likes, and a best answer hasn’t been selected.
- Create a case from a question immediately if the question contains the word “competitor.”
Processes related to Question-to-Case act on the Feed Item object. The process includes a flow that evaluates whether question posts meet your escalation criteria. You can create flow variables based on several Feed Item fields, including:
- BestCommentId: The ID of the comment that was selected as the best answer. If no comment has been selected as the best answer, this field is null.
- CommentCount: The number of comments on a question.
- LikeCount: The number of likes on a question.
- Each flow variable’s data type must match the feed item field’s data type. CommentCount and LikeCount are number fields, while BestCommentId is a text field.
- The creation of a feed item can trigger a process, but updates to feed items (such as likes and comments) cannot. Depending on your process, you might need to specify how much time must pass before a related flow runs.